Service Program
PuroCare for TheBOX®
Paid service access program governing eligibility, scope, and consumption of technical service for TheBOX® equipment.
Price Summary
Monthly Plans
- • Essential: $850/month (3 hrs) — 100 lb
- • Professional: $1,550/month (6 hrs) — 300 lb
- • Enterprise: $2,500+/month (10 hrs) — 500 lb
- • Enterprise Plus: Custom — 1,000 lb
Prepaid Service Blocks
- • 10 hours: $1,900 ($190/hr)
- • 25 hours: $4,500 ($180/hr)
- • 50 hours: $7,250 ($145/hr)
Annual Recertification
- • Single chamber: $10,500
- • Dual chamber: $12,500
- • Required annually for service eligibility
Program Overview
PuroCare is a paid service access program that governs eligibility, scope, and consumption of technical service for TheBOX®. Service eligibility is determined by the coverage status of individual machines, not by customer accounts, organizations, or purchase history.
Coverage activation requires an executed service agreement, payment confirmation, and machine serial number verification. Service is available only for TheBOX® units with verified serial numbers in the equipment registry.
Monthly Service Plans
- • Fixed monthly fee with defined service hour allocation
- • Includes consumables sized to throughput tier
- • Overage billed at plan-specific rates
- • Auto-renews unless cancelled
Prepaid Service Blocks
- • Purchase hours in advance at fixed rates
- • Hours consumed in real time during service
- • Expires 12 months from purchase
- • Balance tracked per machine serial number
Service Access Rules
New Equipment (90-Day Onboarding)
New TheBOX® equipment includes a 90-day onboarding period beginning on delivery date. Onboarding support covers:
- • Remote setup and commissioning assistance
- • Basic operator training
- • Configuration support for baseline parameters
- • Startup troubleshooting
The onboarding period does not pause, reset, or extend for any reason. After 90 days, all service requires active paid PuroCare coverage.
Note: Onboarding addresses operational readiness. Warranty addresses defects in materials and workmanship — these are separate coverages.
Coverage States
| Coverage State | Status | Description |
|---|---|---|
| Active Monthly Plan | ELIGIBLE | Service requests processed according to plan terms |
| Monthly Plan — Seasonal Hold | LIMITED | Billing suspended; 1 courtesy hour per hold period |
| Active Prepaid Balance | ELIGIBLE | Service requests consume available balance |
| No Active Coverage | INELIGIBLE | Coverage must be purchased before service |
Recertification Requirements
Used or transferred equipment: Any used, resold, or secondary-market TheBOX® requires mandatory onsite recertification before PuroCare eligibility, regardless of machine age or prior service history.
Annual recertification: All PuroCare customers must complete annual onsite recertification to maintain service eligibility. Equipment without current recertification may be declined for service.
Annual Equipment Recertification
TheBOX® vapor infusion systems are precision industrial equipment with complex mechanical, electrical, and control system components. Annual onsite recertification is mandatory to maintain PuroCare service eligibility.
Mandatory Requirement
Annual recertification is required for all PuroCare customers to maintain ongoing service eligibility. PuroGen does not provide ongoing service support for equipment operating outside of verified specification. Equipment without current recertification status may be declined for service until recertification is completed.
Recertification Pricing
| Service | Price |
|---|---|
| Single chamber unit (standard inspection scope) | $10,500 |
| Dual chamber unit (standard inspection scope) | $12,500 |
| Travel and lodging expenses | Billed separately at cost |
| Repair work identified during inspection | Quoted separately |
| Parts required for repair work | Billed at current list price |
- • Multi-unit discounts apply for facilities with multiple machines
- • Annual recertification does not include PuroCare service hours and does not replace the requirement for active PuroCare coverage
- • Recertification is a standalone service billed independently of any service plan or prepaid hour balance
Scheduling
Recertification visits are scheduled based on technician availability. Advance scheduling of 4–6 weeks is recommended.
Service Blocking Conditions
| Condition | Action Required |
|---|---|
| No active coverage | Purchase and activate coverage |
| Prepaid balance exhausted | Purchase additional prepaid hours |
| Payment delinquent | Resolve payment obligation |
| Recertification expired | Complete recertification |
| Serial number not in registry | Contact PuroCare for verification |
No emergency exceptions: Coverage must be purchased and activated before any service can begin. There is no provisional service mechanism.
Monthly Service Plans
Plans are sized by pounds processed per month. Each plan includes service hours, consumables, and reactive oxygen (rO) allocations. Monthly auto-billed per registered TheBOX®.
Essential
100 lb/mo
$850/month • 3 hrs included
Consumables
- • 100 × Large Remediation Bags
- • 25 × Small Sample Bags
- • 25 × Verification Strips
Reactive Oxygen
- • 25 cycles / 1.5 L (standard)
- • 50 cycles / 3.0 L (two-cycle)
Overages
$190/hr • 10% consumables discount
Professional
300 lb/mo
$1,550/month • 6 hrs included
Consumables
- • 300 × Large Remediation Bags
- • 75 × Small Sample Bags
- • 75 × Verification Strips
Reactive Oxygen
- • 75 cycles / 4.5 L (standard)
- • 150 cycles / 9.0 L (two-cycle)
Overages
$180/hr • 15% consumables discount
Enterprise
500 lb/mo
$2,500+/month • 10 hrs included
Consumables
- • 500 × Large Remediation Bags
- • 125 × Small Sample Bags
- • 125 × Verification Strips
Reactive Oxygen
- • 125 cycles / 7.5 L (standard)
- • 250 cycles / 15.0 L (two-cycle)
Overages
$145/hr • 20% consumables discount
Enterprise Plus
1,000+ lb/mo
Custom pricing • Custom hrs
Consumables
- • 1,000 × Large Remediation Bags
- • 250 × Small Sample Bags
- • 250 × Verification Strips
Reactive Oxygen
- • 250 cycles / 15 L (standard)
- • 500 cycles / 30 L (two-cycle)
Overages
Custom rate • 20% consumables discount
Consumables Allocation
| Item | Rate |
|---|---|
| Large Remediation Bags | 1 per pound processed |
| Small Sample Bags | 1 per 4 pounds processed |
| Verification Strips | 1 per 4 pounds processed |
| Reactive Oxygen (rO) | 1 cycle per 4 pounds (60 mL/cycle) |
Two-cycle treatment protocols receive double the standard rO allocation. Protocol must be declared at enrollment. Unused allowances do not roll over.
Plan Adjustments
- • Changes may be requested once per billing cycle
- • Take effect at next billing period
- • No mid-cycle proration or retroactive credits
- • Service hours reset to new plan level
Plan Cancellation
- • May be cancelled at end of billing cycle
- • No mid-cycle cancellation or refunds
- • Unused hours do not carry forward
- • Reactivation subject to current pricing
Plan Flexibility — Seasonal Hold
Monthly Plans Only
To support the seasonal nature of many operations, PuroCare Monthly Service Plans include a structured Seasonal Hold option. This feature is offered as a courtesy for customers experiencing planned downtime due to harvest cycles, production gaps, or facility inactivity, and is not intended for ongoing service usage.
Seasonal Hold Terms
- • Up to three (3) Seasonal Hold periods per rolling 12-month plan term
- • Each Seasonal Hold period is 30 consecutive days
- • Seasonal Hold periods may be used independently or consecutively (up to 90 days total)
During a Seasonal Hold
- • Monthly billing is suspended
- • Standard service access is paused
- • No plan hours accrue and no included services may be consumed
Courtesy Support During Hold
- • One (1) courtesy hour of remote support per Hold period
- • For general questions, planning, and technical guidance
- • Courtesy hours do not roll over or accumulate
Automatic Resume
Monthly plans automatically resume at the conclusion of each Seasonal Hold period unless an additional Seasonal Hold is applied.
Important Notes
- • Seasonal Hold does not extend the plan term
- • Service tier benefits and response priority are suspended during Seasonal Hold
- • Any service beyond the included courtesy hour requires plan reactivation or prepaid service coverage
Prepaid Service Blocks
Pay-as-you-go flexibility for variable support needs. Hours are consumed in real time and tracked per machine serial number.
10-Hour Block
$1,900
$190/hour
25-Hour Block
$4,500
$180/hour
50-Hour Block
$7,250
$145/hour
Block Terms
- • Hours expire 12 months from purchase date
- • Non-refundable and non-transferable between machines
- • Service cannot be delivered when balance reaches zero
Program Scope & Exclusions
Excluded from PuroCare
| Item | Clarification |
|---|---|
| Warranty claims | PuroCare does not extend or replace manufacturer warranty |
| Response time guarantees | Response depends on technician availability and queue volume |
| Parts and materials | Parts, replacement components quoted separately |
| Onsite labor and travel | Remote hours only; onsite quoted separately |
| Third-party equipment | Service limited to TheBOX® only |
| Facility infrastructure | Electrical, Wi-Fi, internet connectivity excluded |
Service Delivery
- • Service billed in 15-minute increments (15-minute minimum per interaction)
- • Business hours based on Eastern Time (ET)
- • After-hours service discretionary and billed at separate rates when available
- • Onsite visits require 4–6 weeks advance scheduling; travel and labor quoted separately
Regional Limitations
- • Service availability varies by region
- • International service may have additional restrictions
Machine Limitations
- • Modified equipment may be excluded
- • Legacy models may have reduced availability
Customer Responsibilities
- 1. Maintain active coverage — Ensure coverage is active before requesting service
- 2. Provide stable infrastructure — Facility infrastructure (electrical, internet) is excluded from scope
- 3. Operate within declared throughput — Sustained excess may require plan adjustment
- 4. Complete annual recertification — Required to maintain service eligibility
- 5. Enable remote access — Required for remote diagnostic troubleshooting
Program Notice
This document is for informational purposes only and does not constitute a binding offer, contract, or guarantee of service availability.
Program terms are subject to change. Service delivery is governed by individual service agreements. In case of conflict, agreement terms prevail.
PuroCare reserves the right to refuse service for any machine that does not meet program eligibility requirements or for any account with unresolved payment obligations.
To discuss PuroCare coverage options or confirm service eligibility for your TheBOX® serial number.
Contact Sales